Customer Service Manager (Multi‑Site Call Center)

About the role

Mayflower Distributing is seeking an experienced Customer Service Manager to lead and expand its multi‑site call center operations. Based in Mendota Heights, MN, the role involves overseeing teams across Minnesota, California, and occasional visits to Texas and New Jersey.

Key responsibilities

• Manage daily call center functions, including staffing, scheduling, performance metrics, and workforce planning.
• Lead Customer Service teams at multiple locations, ensuring consistent service quality and alignment with company standards.
• Drive the transition from legacy order methods (phone/fax) to digital channels such as web stores and email, overseeing change management and adoption.
• Establish, track, and improve KPIs like response time, order accuracy, customer satisfaction, and team productivity.
• Train and coach staff on ERP systems, order entry processes, and best practices.
• Evaluate current systems and workflows, identify gaps, and implement scalable improvements.
• Partner with Sales, Marketing, Purchasing, and Operations to deliver a seamless customer experience.
• Develop reporting dashboards to monitor performance and operational trends.

Required profile

• Bachelor’s degree in business, communications, operations, supply chain, or a related field.
• 7–10+ years of direct call center or customer service management experience, preferably in wholesale distribution or fulfillment environments.
• Proven ability to manage teams across multiple locations and lead technology or process transitions.
• Strong analytical mindset with a focus on continuous improvement and customer‑centric service.

Required skills